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Article
Publication date: 30 October 2009

Anne Smith and Nina Reynolds

The purpose of this paper is to examine alternative approaches to measuring service evaluation across cultures. This paper aims to assess: differences between cognitive and…

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Abstract

Purpose

The purpose of this paper is to examine alternative approaches to measuring service evaluation across cultures. This paper aims to assess: differences between cognitive and affective measures and their ability to predict behavioral intentions and the impact of service features on these measures.

Design/methodology/approach

A self‐completion survey of African (East/West), Chinese, and English higher education students includes service quality, satisfaction, affect (emotions/feelings), and behavioral intentions scales relating to retail banking.

Findings

For all groups, overall quality, satisfaction, and positive affect predict behavioral intentions. Negative affect is significant for English consumers. Differences across cultures are identified in the determinants of service evaluation, for example, assurance and responsiveness, but these are antecedents of affect and not of overall service quality or satisfaction.

Research limitations/implications

The sample is drawn from cultural groups (based on Hofstede's individualism continuum) of higher education students in the UK. The implications for generalizability of findings to wider populations and the need to recognize the considerable diversity within the cultural sample groupings is emphasized.

Practical implications

Service providers should include measures of affect in surveys which aim to assess the role of service features in overall evaluation and behavioral intentions towards the service. This will provide valuable data for managerial decision making and resource allocation. Cultural comparisons derived from cognitive‐based Western measures may fail to identify elements of service quality which impact on behavioral intentions.

Originality/value

No other studies have directly compared a range of alternative service‐related measures as predictors of behavioral intentions across cultures, or included African consumers who are rarely represented in service evaluation studies.

Details

International Marketing Review, vol. 26 no. 6
Type: Research Article
ISSN: 0265-1335

Keywords

Article
Publication date: 27 August 2021

YooHee Hwang, Xiaolin (Crystal) Shi and Xingyu Wang

This systematic review synthesizes the recent literature (2010–2020) on hospitality employees’ emotions, affect and moods. This study has three objectives: to clarify the…

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Abstract

Purpose

This systematic review synthesizes the recent literature (2010–2020) on hospitality employees’ emotions, affect and moods. This study has three objectives: to clarify the definitions of emotions, affect and moods; to explain how theories are integrated into understanding hospitality employees’ emotions, affect and moods; and to assess how emotions, affect and moods are measured.

Design/methodology/approach

Using seven major databases, the authors selected 61 peer-reviewed academic journal articles published in hospitality outlets for review. We based our study on five stages of conducting a systematic review: scoping, planning, identification, screening and eligibility.

Findings

Affect is an umbrella term encompassing moods and emotions. Emotions are distinct from emotion-laden constructs, such as emotional labor and emotional intelligence. Theories on conservation of resources, emotional labor and social exchange have been most frequently used to understand hospitality employees’ emotions. However, they overlooked the dynamic nature of emotions when using these theories. Hospitality researchers often used a subset of the positive and negative affect scale and did not discuss back-translation.

Practical implications

Hospitality employees’ emotions lead to far-reaching consequences in attitudes, intentions and behaviors in work and non-work domains. Effective practices (e.g. creating a supportive climate) that help evoke positive employee emotions and reduce negative employee emotions are thus desirable.

Originality/value

Our findings crystallize the understanding of emotions, affect and moods of hospitality employees. We further provide a roadmap for future research on hospitality employees’ emotions. Data triangulation, cross-cultural research and mixed emotions are novel opportunities for future research.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 10
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 14 October 2020

Ramendra Thakur and Dhoha AlSaleh

Existing literature reveals a general lack of research on business-to-business (B2B) ecommerce showcasing how managers’ affect plays a role in enhancing their attitude toward the…

Abstract

Purpose

Existing literature reveals a general lack of research on business-to-business (B2B) ecommerce showcasing how managers’ affect plays a role in enhancing their attitude toward the businesses they work with. The purpose of this study is to fill that void by ascertaining whether managers’ corporate website knowledge, corporate website expertise and affect toward a corporate site influence their attitude toward the corporate website. It also investigates whether managers’ attitude guides corporate website usage intention in the context of two culturally diverse countries.

Design/methodology/approach

Data were collected from managers from the USA and Kuwait using an online survey method. Structural equation modeling using EQS 6.2 software was used for analysis.

Findings

The results indicate that corporate Web knowledge influences Web expertise and affect in the US sample; in the Kuwaiti sample, Web knowledge influences Web expertise but does not influence affect. The findings in both studies reveal that managers’ knowledge about the Web has a positive effect on their attitude toward a business website. For Kuwaiti managers, Web expertise has a positive influence on affect. However, Web expertise does not influence managers’ affect in the US sample. The results further suggest that affect influences a manager’s attitude toward corporate websites in the US and Kuwaiti samples.

Originality/value

Self-efficacy and affect infusion theories serve as the foundation for this study. This research adds to these two theories in three ways. First, it examines the combined influence of affect and attitude on B2B managers’ intent to use a corporate website. Second, it proposes a single model that examines the combined relationships among managers’ knowledge and managers’ Web expertise that elicit managerial affect toward corporate websites. Third, the proposed model was tested using samples from two diverse countries (developed, the USA, and developing, Kuwait).

Details

Journal of Business & Industrial Marketing, vol. 36 no. 6
Type: Research Article
ISSN: 0885-8624

Keywords

Book part
Publication date: 24 September 2018

Karolin Eva Kappler, Agnieszka Krzeminska and Eryk Noji

Nowadays there are many digital tools and mediatised ways for self-tracking for the sake of gaining self-knowledge through numbers. In his recent book ‘Resonance’, Hartmut Rosa…

Abstract

Nowadays there are many digital tools and mediatised ways for self-tracking for the sake of gaining self-knowledge through numbers. In his recent book ‘Resonance’, Hartmut Rosa suggests that artefacts can indeed resonate with people (Rosa, 2016, p. 381ff.) by affecting emotion, intrinsic interests and self-efficacy expectations. In contrast, Rosa characterises self-tracking as an attempt to measure the resource potential of individuals, confounding it with the good life itself (Rosa, 2016, p. 47). That is why we want to challenge Rosa’s concept of a good life and enhance the assertion of individual and social practices that can generate resonance.

With several case studies, we want to study empirically how people ‘resonate’ (or not) with and in self-tracking practices and to which degree Rosa’s hypothesis is verifiable or not. By empirically contrasting the quantifying practices and metric culture of self-tracking with the recently emerging sociological field of ‘world relationships’ and ‘resonance’, new insights on the embedding of the quantified with the qualified self will be gained.

Book part
Publication date: 16 August 2007

Cameron P. Anderson

This chapter adopts a functional perspective of affect to organize, discuss, and synthesize the chapters of this volume. According to functional accounts of affect, emotions and…

Abstract

This chapter adopts a functional perspective of affect to organize, discuss, and synthesize the chapters of this volume. According to functional accounts of affect, emotions and moods help groups to solve their most important problems – problems such as maintaining cohesion, allocating roles and responsibilities among group members, facilitating clear intragroup communication, motivating selflessness, and coordinating collective action. The chapters of this volume are diverse in focus, yet they all extend our understanding of how and when affective phenomena help groups to solve these problems, and when they fail to do so. At the same time, they point to new and exciting directions for future research on the functions and dysfunctions of affect in groups.

Details

Affect and Groups
Type: Book
ISBN: 978-0-7623-1413-3

Book part
Publication date: 23 September 2013

Susanne Scheibe and Hannes Zacher

Researchers in the field of occupational stress and well-being are increasingly interested in the role of emotion regulation in the work context. Emotion regulation has also been…

Abstract

Researchers in the field of occupational stress and well-being are increasingly interested in the role of emotion regulation in the work context. Emotion regulation has also been widely investigated in the area of lifespan developmental psychology, with findings indicating that the ability to modify one’s emotions represents a domain in which age-related growth is possible. In this chapter, we integrate the literatures on aging, emotion regulation, and occupational stress and well-being. To this end, we review key theories and empirical findings in each of these areas, summarize existing research on age, emotion regulation, and stress and well-being at work, and develop a conceptual model on how aging affects emotion regulation and the stress process in work settings to guide future research. According to the model, age will affect (1) what kinds of affective work events are encountered and how often, (2) the appraisal of and initial emotional response to affective work events (emotion generation), and (3) the management of emotions and coping with affective work events (emotion regulation). The model has implications for researchers and practitioners who want to understand and facilitate successful emotion regulation and stress reduction in the workplace among different age groups.

Details

The Role of Emotion and Emotion Regulation in Job Stress and Well Being
Type: Book
ISBN: 978-1-78190-586-9

Keywords

Article
Publication date: 1 August 2006

Rui Vinhas Da Silva and Sharifah Faridah Syed Alwi

The main aim of the present study is to empirically test a model of antecedents and consequences of corporate brand image (CBI) in two book retailers, one selling exclusively…

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Abstract

Purpose

The main aim of the present study is to empirically test a model of antecedents and consequences of corporate brand image (CBI) in two book retailers, one selling exclusively online, and the other selling exclusively offline in a British context.

Design/methodology/approach

The study employed a survey to investigate the relationships of the antecedents and consequences of the CBI. The sample (n=511) comprised experienced customers of these two bookstores (visitors and shoppers of the site or bookstore). The antecedents of CBI which were the functional aspects of brand attributes (such as ease of use, secured web site, interactivity/building relationship, customer care and reliability) were combined with the CBI itself (emotional aspects of the corporate brand or personality traits of the company) and, further, the consequences of these emotional aspects such as customer satisfaction and loyalty were tested using a cross‐sectional study.

Findings

Using two separate structural equation models, the study found an empirical relationship between the brand attributes and the corporate brand image (the emotional values). This relationship in turn influences the customer's responses (loyalty).

Research limitations/implications

By combining two methodological approaches of brand image evaluation: cognition (assessed through tangible and intangible brand attributes) and affect/emotion (assessed through brand personality scale) this study intends to add to the current understanding of consumer brand knowledge, in particular when the consumer is assessing a company's brand image (the CBI) and also learn how important the effect of cognitive attributes (such as brand attributes of a store and web site) is in explaining the subsequent CBI, and the integration effect on consumer responses such as brand loyalty. Do cognitive evaluations drive conative, behavioural actions in retail buying decision making? Are cognitive evaluations directly related with satisfaction with the retailer and consumer loyalty?

Practical implications

Explicitly, the present study offers practitioners a research framework, aimed at guiding them as to how they could understand their defined or desired brand values (the corporate core values) among their consumers.

Originality/value

In general, the present study adds to the existing literature in cognitive and affective attributes in consumer judgement and corresponding conative or behavioural attitudes in branding and reputation management. It brings together the concept of functional brand attributes, emotional brand attributes (the CBI), and the dependent variables such as customer satisfaction and loyalty in a unique context (internet), and compares this with the bricks and mortar context.

Details

Journal of Product & Brand Management, vol. 15 no. 5
Type: Research Article
ISSN: 1061-0421

Keywords

Article
Publication date: 14 June 2022

Lei Xie, Jonathan Wilson and Todd Sherron

The empirical findings of the roles of emotions in teams are mixed. This study, a scoping literature review, aims to synthesize extant research on the roles of emotions in work…

Abstract

Purpose

The empirical findings of the roles of emotions in teams are mixed. This study, a scoping literature review, aims to synthesize extant research on the roles of emotions in work teams and offers future research directions.

Design/methodology/approach

Sixty-nine empirical studies from the past ten years (2012 to 2021) were identified and reviewed. The authors then analyzed these 69 papers based on their research design, focus and nomological network of emotions.

Findings

The authors found that there is a clear increasing research trend of studying emotions in a team setting. In the extant literature, team emotions were studied from three major perspectives: emotions, emotional management and emotion measurement. The authors also summarized findings into the nomological network of team emotions. Last but not least, future research directions regarding the research context, focus and design and analysis were recommended.

Originality/value

The role of emotions in teams has not been extensively reviewed or synthesized, and the empirical findings are mixed. This paper synthesized the role of emotions in teams and critical factors that affect emotions in teams. In particular, the research recommendations for critical human resource development scholars cover three aspects: research context advancement, research focus advancement and research design and analysis advancement.

Details

European Journal of Training and Development, vol. 47 no. 7/8
Type: Research Article
ISSN: 2046-9012

Keywords

Article
Publication date: 8 May 2017

Yong-Ki Lee, Soon-Ho Kim, Min-Seong Kim and Ho-Seok Kim

Seeking to build a deeper understanding of a higher level of hospitality in terms of employee task performance, this study aimed to explore different person–environment (P–E) fit…

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Abstract

Purpose

Seeking to build a deeper understanding of a higher level of hospitality in terms of employee task performance, this study aimed to explore different person–environment (P–E) fit types and the corresponding effects on hotel employees’ emotions and task performance, evaluated by both the employees themselves and their supervisors.

Design/methodology/approach

Frequency analysis, reliability analysis, confirmatory factor analysis, correlation analysis and structural equation modeling method.

Findings

The results indicated that person–organization fit was associated with emotions toward the organization, the team and the job. However, this study did not provide empirical support for hypotheses that person-team fit affected emotions. Person–job fit was also associated with positive emotions toward the organization and the job, unlike with the team. Organization emotion had positive effects on both task performances, whereas no effect was reported between team emotion and task performances.

Practical implications

The study suggests that hotels’ human resource administrators may want to focus on developing and strengthening P–E fit and emotional responses.

Originality/value

This research illustrates the impact of three types of P–E fit on self-rated and supervisor-rated performance and examines the significant mediating role of three types of emotion.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 November 2023

James M. Honeycutt

The purpose of this commentary is discuss how musical intervention and imagined interactions can be used to deal with conflict. Music has been called the universal language…

Abstract

Purpose

The purpose of this commentary is discuss how musical intervention and imagined interactions can be used to deal with conflict. Music has been called the universal language because of its tonality and rhythm. It affects conflict and aggression and helps people to deal with stress. Research is reviewed showing physiological arousal with background music. The effects of music on aggression are summarized in terms of emotional regulation, catharsis and empathy, and the use of mental imagery in the form of imagined interactions, including relational maintenance catharsis and conflict linkage, is discussed. The incremental sound organizer (ISO) principle of music therapy is discussed as a mechanism to affect emotions while listening to music. Finally, a tool to measure the emotional effect of music on listeners is discussed in terms of the musical mood wheel.

Design/methodology/approach

This is a commentary on the effects of background music on reducing aggression.

Findings

Music can reduce aggression, depending on how it is used. Music affects how we manage our emotions, reduces stress, provides catharsis and can be a distracting element. Music can enhance empathic feeling; induce positive moods, social bonding, physiological changes and neurobiological changes; and affect our arousal.

Research limitations/implications

Music therapy and musical intervention can be applied to conflict resolution.

Practical implications

The ISO principle of music therapy is designed to deal with changing a person’s emotions as they listen to a medley of music. The mood of the person is measured using a series of scales reflecting a continuum of sadness to happiness, and the music is designed to match the mood of the patient to the music being played and/or listened to, which in turn fosters the achievement of an altered state of consciousness. For example, if you are angry, start with music that is loud and gradually switch to a more tranquil piece of music. “The vectoring power of music is that we change the mood or emotion of persons from one affective pole (joy) to its opposite (anger) through small incremental changes in the rhythm and intensity of the music” (Honeycutt, 2003, p. 82).

Social implications

Background music in music psychology literature is often referred to as musical intervention. Background music can help us recall positive and negative scenes as the music triggers endorphins in the brain (Salimpoor et al., 2011). Background music is intended to enhance the surrounding context without drawing significant attention. It is often played in spaces such as restaurants, stores, offices or public places to create a certain mood or ambiance.

Originality/value

It is important to note that the effectiveness of musical intervention in reducing aggression can vary based on individual preferences, the specific type of music used, and the context in which it is applied. Additionally, while music intervention can play a role in aggression reduction, it is often most effective when used as part of a comprehensive therapeutic approach.

Details

Journal of Aggression, Conflict and Peace Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1759-6599

Keywords

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